Service Desk Analyst (German & Polish) – Remote

Tata Consultancy Services; Wrocław; On-site; PLN 58,000 - 96,000; Full time

Benefits offered by this job

Competitive salary with annual reviews

MyBenefit platform access

Multisport card

Private medical care for you and your家

Learning & development platforms

Job summary

Tata Consultancy Services in Wrocław is hiring a Service Desk Analyst to be the first point of contact for IT users needing help. You’ll solve problems, guide users step by step and collaborate with technical teams to get issues resolved quickly.

You’ll work across software, hardware and mobile devices, handle incidents via phone, chat, email and self-service, and document tickets clearly in our ITSM system. German and Polish support with English review are key expectations.

Qualifications

• Fluency in German and Polish with good English communication.
• Willingness to work 24/7 shift including weekends.
• Interest in IT and troubleshooting.
• Customer-focused mindset and willingness to help others.
• Strong analytical and communication skills.
• Willingness to learn new technologies.
• Basic knowledge of Windows, Microsoft 365, hardware or IT support concepts.
• Previous Service Desk or technical support experience welcome but not essential.

Responsibilities

• Be the human expert behind AI-powered support.
• Resolve IT requests and incidents across software, hardware, laptops and mobile devices.
• Connect remotely to users' devices to fix issues step-by-step.
• Own each ticket from start to finish with clear records in ITSM tool.
• Work with 2nd/3rd level teams to resolve cases within SLAs.
• Spot recurring issues and suggest automation ideas.
• Help users get the most from applications and adopt new technology.
• Support users in German and Polish with AI-assisted translation reviewed for accuracy.

Skills

German

Polish

English communication

Job description

As a Service Desk Analyst, you’ll be the first point of contact for users who need IT help. You'll solve problems, guide users step by step and work closely with technical teams to get issues fixed on time.

This is a great opportunity to build hands-on IT experience and develop your technical and customer service skills in an international environment.

Your daily tasks:

• Be the human expert behind AI-powered support. Simple requests are increasingly handled by self-service and chatbots, so you'll focus on the issues that need real problem-solving and a personal touch
• Resolve IT requests and incidents across software, hardware, laptops and mobile devices, by phone, chat, email and our self-service portal
• Connect remotely to users' devices to fix issues directly and guide users step by step
• Own each ticket from start to finish, with clear, high-quality records in our IT Service Management tool (AI-supported logging and English documentation)
• Work with 2nd and 3rd level teams (Network, Server, Application and others) to elevate and resolve cases on time and within agreed service levels (SLAs)
• Spot problems before users do: flag recurring issues and trends, and suggest ideas for automation and self-help
• Help users get the most from their applications and digital tools, and support their adoption of new technology
• Support users in German and Polish, with AI-assisted translation to and from English that you review for accuracy

Our requirements:

• Very good command of German and Polish, with good communication skills in English
• Flexibility to work in a 24/7 shift model, including weekends. Working across different shifts gives you broader exposure, varied experience and the opportunity to support users in a truly global environment
• Interest in IT, technology and troubleshooting
• A customer-focused mindset and willingness to help others
• Strong analytical and communication skills
• A logical, step-by-step approach to solving problems
• Willingness to learn new technologies, tools and processes
• Basic knowledge of Windows, Microsoft 365, hardware or IT support concepts is an advantage
• Previous Service Desk or technical support experience is welcome, but not essential

What do we offer?

• Competitive salary with annual salary reviews
• Opportunity to use foreign languages and the newest technologies on a daily basis
• Access to MyBenefit platform where you can choose from a variety of benefits (Sport, Tourism, Culture, Recreation etc.)
• Sport's card (Multisport)
• Private medical care for you and your family
• Access to wide range of learning & development platforms